Why IT Service Management?

IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.

ITSM derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organizational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.

The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them. IT Service Management in the broader sense overlaps with the discipline of IT portfolio management, especially in the area of IT planning and financial control.       

What is ITIL

ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT Service Management and since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world.

ITIL is the most widely accepted approach to IT service management in the world. Providing a cohesive set of best practice guidance drawn from the public and private sectors across the world, it has recently undergone a major and important refresh project.       

ITIL has been adopted by hundreds of organizations worldwide. These include:

• Microsoft
• IBM
• Barclays Bank
• HSBC
• Guinness
• Procter & Gamble
• British Airways
• Ministry of Defense
• Hewlett Packard

Why is IT Service Management important?

ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

• Reduced costs;
• Improved IT services through the use of proven best practice processes;
• Improved customer satisfaction through a more professional approach to service delivery;
• Standards and guidance;
• Improved productivity;
• Improved use of skills and experience; and
• Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

IT Service Management certification provides a means for individuals to demonstrate knowledge and understanding of the key terminology, concepts and techniques that enable successful delivery of projects.